Victoria's Armoire — Local services in Coral Gables

Buyer beware! This store has horrible customer service, they don't take accountability for damaged items and they don't care if you are a loyal customer. I have spent thousands of dollars at this store (I have purchased a dining room table plus 10 chairs and a teak patio table plus 10 chairs and sunbrella cushions for each chair) and was recently treated terribly. I suggest shopping at the new Restoration Hardware outlet (just opened in sunset mall), Urban Loft or Nadeau because you will be appreciated and respected at those stores. Read on if you want to know what happened... I recently purchased two night stands ($500 each) on 11/20 and picked them up on 11/22. Tony helped me with both the sale and pick up of my items. We left town for Thanksgiving and upon our return we opened the boxes and put the nightstands in our bedroom. My husband left that evening on a business trip for a week. After inspecting both nightstands I find that they are both damaged (see pictures). The wood is chipped and metal is sticking out by the shelf, you can see where the shelf originally was and they decided to move it down and simply paint over original placement and the drawer of one nightstand won't even open! I call the store the next morning (11/29), I talked to Tony and told him that I had to return the nightstands because they are damaged. I informed him that I wouldn't be able to return them until my husband returns from his trip because the nightstands are too heavy for me to pick up on my own. Tony tells me that they have a 7 day return policy (of which I was never informed of on the 3 occasions I saw him and is nowhere displayed in their store) and had to talk to his manager. He then tells me that they can pick the nightstands up but will charge me and asked me if I was ok with being charged. I said "no because they are damaged. Why would I have to pay to return damaged items?". I then talked to the manager (a woman who didn't give me her name) and after explaining the whole situation and asking if they could make an exception and let me return the items later she said "no because we can't sell items that have been returned after 14 days". I then reminded her that she couldn't resell these if she wanted to because they are damaged and she just repeated that they have a return policy. I asked if I could go to the store and pick someone up that could help me load and return the nightstands this way they wouldn't have to use a truck and I only live 10 minutes from the store so it wouldn't take long. She said no because they would be short one person. I told her that I have spent a lot of money in the store and can't believe that they refuse to help me especially since the items are damaged. She said she can't help me with my personal problems and that I should understand that they run a business. I am beyond frustrated at this point and ask to speak to the owner Eddie Fuentes. Surely he would be reasonable. Wrong! I explain the whole situation again and tell him how I've been a long time customer and asked if he could help. He told me that he would give me an additional three days to return the items (return by Friday 12/2....mind you I am asking to return on 12/5) I said "so you won't help me" and he said "I am, I'm allowing you to return the items after the 7 days". I told him that he lost a customer and he HUNG UP ON ME! After finding someone to help me on Saturday I call back. I talked to Ivan and asked to speak to Eddie. Ivan left me on hold for 7 minutes then told me Eddie left and wouldn't be returning. I said "I just talked to him less than 10 minutes ago, I know he's there, I need to tell him that I can return the tables on Saturday" Ivan responds with "First check your attitude, I will give him the message". Seriously?! I am in absolute shock. I never received a call back. I was able to return the nightstands today because a family member took time off of work to help me. The owner was there and after realizing who I am he didn't talk to me and...

My wife and I bought a couch at Victoria’s and initially loved it but very quickly realized that it sheds feathers and will never stay fluffed nicely- it’s a $3,000 eyesore in our living room and we went back about a month later and asked the owner for any advice on what to do. He chuckled and said “people have been complaining about that for a while so we changed the manufacturer”.... you would think he’d tell us this when we purchased but I guess you can’t ask for that much anymore. Fine, it happens, buyer beware. When we were back we found the loveseat version of the couch from the new manufacturer that would’ve been perfect for our bedroom but they only had the floor model in stock. That’s fine, I’ve bought floor models before and the discount is usually +/- 40% but he came back and offered 10%, and this had been sitting in an un air conditioned warehouse for G-d knows how many months. We asked him to help with anything (free delivery, more discount etc) given our previous horrible experience and he told us to go to Pottery Barn. Would...

Be very careful shopping here. I purchased a sofa labeled as a "linen" sofa only to discover several days after buying it that it was in fact a cheap polyester sofa. When I called the store to inform them and ask to return the sofa, they denied any responsibility and claimed that it was my mistake for not verifying that the sofa labeled as "bermuda linen" was in fact polyester. The store then demanded since it was my fault and not theirs that I pay to ship the sofa back (after having paid for shipping to my house). I am blown away by how dishonest and rude they were about this sale. I would NEVER buy anything from them again. To make matters worse, I found the same sofa at Macy's and other stores for $300-400 less...